This is how it was at our Living Digital virtual event
On February, 2nd we celebrated “Living Digital: Breathing the new normal”, our virtual event where we had executive directors from some big tech companies.
The event was centered around the latest news from the Customer Experience industry, and sharing best practices.
In his opening speech CarlosLópez-Abadía, Atento’s CEO, said: “Our goal is to share our experience and some of our learnings, but also to talk about our views and action plans for the coming months. Change is the only constant in life, and during the crisis, or perhaps because of it, we have sped up Atento’s transformation. At the beginning of the pandemic, we set two main priorities: our employees’ health and safety and the service continuity that we provide to customers. We hope that everyone attending today will bring home a new perspective regarding how the industry leaders have faced these challenges that we are all sharing and how we can transform them intol opportunities, during the period we now call “the new normal”.
Carlos López-Abadía had an informal talk with Balan Nair (Liberty Latin America, CEO), Javier García de Castro (Global Chief Procurement, Telefonica), and Tánia Cosentino (General Manager, Microsoft Brazil) about last year changes in the industry and general priorities for the upcoming months. They all agreed employees’ safety plus service continuity are key.
Besides, the event featured three customer panels, where three different points of view were shared about their Covid’s experience and how to face the “new normal”.
The first panel focused on accelerating the remote economy and teleworking, and it included José María Pérez Melber (EMEA General Manager, Atento), Roxana Pérez (Customer Care Center & Telemarketing Director, BBVA) and David Sastre (Chief Customer Officer, SEUR).
The second panel revolved around the growing CX importance and included Luis Guilherme Sanches Prates (Commercial Vice President, Atento Brazil), Mark Qualls (VPU.S. Store Operations, GameStop), and Caio Poli (Customer Experience Executive Director, DiDi International).
Finally, a third panel addressed how a company’s culture and values impact its Customer Experience with Dimitrius Oliveira (General Manager, Atento Brazil), Betania B. Gattai (Latam & Brazil Consumer Engagement Centers Leader, Unilever), and Francisco Yamauti (Team Manager, Publishing Operations and Business Development, Riot Games).
To close this event, the star guest speaker was Guy Kawasaki, Canva’s Chief Evangelist and former Chief Marketing Officer at Apple, where he worked with Steve Jobs on the development of the first commercial Macintosh computer. Guy delivered an inspiring speech on innovation and technology and shared his vision of the future highlighting that after this pandemic, there would be a great growth period where the ability to provide great customer service will be key to success, always unique and valuable.
During the closing, together with Carlos López Abadía, both answered live questions from the audience.